Managing customer data effectively is essential for any organisation in today’s digital era. Our client recognised the need for a unified Customer Relationship Management (CRM) system to address the challenges posed by fragmented data across multiple teams. After a few cups of coffee and great conversations, we agreed that the ultimate objective was to find a solution that not only integrated seamlessly with their existing strategy but also improved data security, engagement, and efficiency. Here’s how we tackled this challenge and delivered a transformative CRM solution. 

We Identified the Needs and Challenges 

The journey began with a comprehensive piece of bite-sized consultancy, where we assessed the current state of the organisation’s customer data management processes. We discovered that multiple teams were requesting CRM solutions, their current systems and ways of working lacking a unified approach which had led to duplicated information and inconsistent data handling practices. 

Additionally, existing systems lacked adequate security measures, relied heavily on paper processes, and had limited digital engagement capabilities. Our task was straightforward, to find a single technical solution that could support the diverse needs of all teams, all customers, consolidate data, and enhance overall data security. 

Crafting The Solution 

To support the project team, we provided embedded resource solutions due to lack of required skillsets and capacity within the organisation to deliver this particular project. Our dedicated Project Manager and Business Analyst stepped in to kick off the project. The scope was clearly documented making it easy for the business to fully sign up to the project. A broad analysis covering all teams’ needs was undertaken by our expert business analyst to aid the identification of possible solutions. Our team developed a bespoke procurement process for the project that would ensure the selection of the solution would be robust and match the risk appetite of our client.  The development of high-level requirements was key to identifying potential solutions so that the solutions could be matched to the needs for all teams across the business. 

As our client did not have the expertise or capacity our team lead the software procurement process, working closely with the project team members of the business to ensure there was true alliance throughout the process. 

A solution and solution provider were chosen by the business and to ensure a smooth implementation, we suggested an iterative approach, allowing for phased rollouts that would provide immediate benefits and reduce risk. This strategy also meant that our analyst could hand over to our client’s new in-house analyst as the resource requirements would not be so concentrated  

Implementing the Solution 

Our project manager worked with the business to devise a roadmap for the phased implementation that would meet their desired timescales and at a pace they could realistically achieve. Phase one of the implementation plan began with three teams, including the addition of a customer portal designed to enhance two-way communication and engagement. This portal was particularly crucial for supporting global interactions, which were a key component of the organisation’s strategy and was needed in super-quick time. 

As well as the internal project team there were also several external stakeholders including the solution provider and implementation partner, as with all our embedded resources, our project manager was highly skilled at managing all the different parties, their differing tasks and needs, in what was a challenging timeline for the first delivery.  

So what is the benefit of a unified CRM? 

The implementation of the unified CRM system was a resounding success, providing the organisation with a secure, efficient, and scalable solution that aligned seamlessly with their strategic goals and timelines. By integrating data and streamlining processes, the CRM has significantly enhanced the organisation’s ability to make data-driven decisions, as one client noted “The CRM is allowing us to make more data-driven decisions.” This project showcases our dedication to delivering practical solutions that have a real impact on our clients. 

The benefits were clear, we improved data security and quality, enhanced engagement with external partners, and enabled targeted support where it’s needed most. By creating a ‘one-stop shop’ for all information and interactions, the CRM eliminated the frustration of navigating multiple systems, saving time and boosting both efficiency and accuracy. This approach not only simplified day-to-day operations but also empowered the organisation to connect more effectively with their global partners. 

Driving Real Change and Engagement 

Beyond the technical benefits, our change management expertise really helped drive positive cultural change within the organisation. By using our specialist skills, we brought stakeholders on board early in the design and development process, showing them the advantages of the new CRM system and encouraging its adoption. Our tailored training programmes and change management activities gave users the confidence and know-how to embrace the new system, making the transition much smoother and leading to better results across the organisation.  

One of our clients said, “I have very much appreciated the excellent communication and sessions throughout the entire process” , highlighting our commitment to keeping everyone informed and involved. Another client noted, “Involving us in regular weekly calls was very helpful and kept us up to date… I felt like I was already familiar with the system before using it.” This hands-on approach made sure that users felt prepared and comfortable with the new system right from the start.